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Skills

  • Account management
  • Effective communication
  • Sales expertise
  • Client trend forecasting
  • Credit card processing
  • Professional telephone demeanor
  • Staff education and training
  • Money handling abilities
  • Problem-solving skills
  • Customer experience enhancement

Work Experiences

  • Created and maintained a detailed database to develop promotional sales.
  • Entered customer interaction details into Adobe Creative Suite to track requests, document problems, and record solutions offered.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Processed 5 invoices and mailed documentation to clients each 18 months.
  • Used a POS system to itemize and total the purchases of 3 customers.
  • In the top 6% of employees for successful launched.
  • Facilitated initiative orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.

Summaries

  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Service-oriented team player with a track record of providing high-quality support in the Customer Service for 11 years.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate program systems is one of my specialties.
  • Motivated to keep customers happy and contribute to the company's success.
  • Salesforce expert with 2 years of experience in related roles.
  • Clear understanding of team leadership and client relations as well as strategic planning training.
  • Customer Advocate Representative with 16 years of successful team leadership and process improvement experience.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Customer Advocate Representative is a multi-talented Customer Advocate Representative who is consistently rewarded for planning and operational improvements.
  • Customer Advocate Representative is a service-oriented Customer Advocate Representative with unrivaled customer service, task prioritization, and time management skills.

Accomplishments

  • Optimized call-back rates, leading to consistent recovery of $9 in upsell opportunities each quarter.
  • Revitalized dormant accounts through proactive outreach, recovering $5 in previously lost business.
  • Collaborated with team of 12 in the development of system.
  • Leveraged data from multiple communication platforms to forecast client needs, improving proactive outreach success by 61%.
  • Formulated an automated follow-up strategy that improved customer feedback survey participation by 83%.
  • Improved overall response time by 16% by implementing new scheduling software.
  • Played a key role in launching a customer loyalty program, boosting repeat purchase rates by 54%.
  • Developed and implemented a ticket triage system, minimizing customer wait time by 43%.
  • Reduced escalations to tier-2 support by 47% through comprehensive staff training and knowledge distribution.
  • Onboarded and trained 15 new customer advocates, improving response quality and boosting overall team satisfaction by 35%.

Affiliations

  • American Marketing Association
  • Customer Service Institute of America
  • Sales and Marketing Executives International (SMEI)
  • Society of Human Resource Management
  • American Management Association (AMA)
  • National Association for Female Executives (NAFE)
  • Call Center Management Association (CCMA)
  • Customer Experience Professionals Association (CXPA)
  • Customer Success Network
  • American Medical Informatics Association

Certifications

  • Social Media and Customer Care Certification - Northwind 2022
  • Certified Public Accountant
  • Certified Support Operations Specialist - Service Strategies 2020
  • Zendesk Support Specialist Certification - Zendesk 2016
  • Cisco Certified Network Associate (CCNA)
  • Apple Certified Associate (ACA)
  • Google Analytics for Customer Engagement - Google 2020
  • Certified Public Accountant (CPA)
  • CompTIA Network+
  • Google Certified Professional Cloud Architect

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